WillScot · 14 hours ago
Customer Success Specialist II
Scottsdale, AZ, US, 85257
Full-time
Onsite
Mid Level
3+ years expWillScot is North America’s leading provider of complete temporary space solutions, focusing on customer satisfaction and community support. The Customer Success Specialist II acts as a liaison between the company and its customers, managing customer service requests, processing transactions, and ensuring high service standards throughout the customer journey.
Building MaterialConstructionInfrastructure
Responsibilities
Serve as the primary point of contact for customer transactions from initiation of order through time of return
Process transactional orders to ensure accuracy, which includes: Obtaining and processing signed lease agreements/contracts and/or purchase orders from customers through relevant systems promoting use of DocuSign electronic signature program
Collecting accurate insurance certificate or ensure customers are enrolled in WS program prior to delivery
Obtaining and processing tax exempt certificates as applicable
Updating pending orders as required through Big Machines and upsell value added products and services when possible
Collecting relevant customer information such as invoicing email addresses and ability to pay via ACH to adhere to WS preferred method of invoice and payments; update transmittal rules and file required documentation in electronic folders
Requesting manual invoices and processing credit card payments or checks to meet credit requirements
Communicate delivery date options and place a pre-delivery confirmation call 48/24 hours beforehand to ensure acceptable site conditions
Confirming delivery and returns, along with initiating billing of order; provide post-delivery/return follow up
Initiate unit pickup, communicate pickup date, determine early termination liabilities, bill damages and complete off rent process and update WS Systems
Proactively contacting to customers with fees or disputes on third invoice, approx. 65 days after delivery of unit
Managing service requests in Customer Relationship Management (CRM) including triaging to resolve issues over the phone, creating service tasks, communicating with customer when service has been scheduled, and post completion to ensure the issue was resolved satisfactorily and billed if required
Providing general customer success support, including but not limited to: receive and resolve incoming calls for the CSS team, proactively call customers nearing lease end to discuss lease renewal options, coordinate onsite takeovers and relocations, process change requests, follow-up on credit denials, answer invoice questions, process payments, obtain and process expired PO’s, and escalate to specialists as needed
Operate as primary Customer Success contact for assigned branches
Handle all New Delivery and Return Work Orders
Contract Compliance
Purchase Orders during delivery process (Status-4)
Change Actions during delivery process
Communicates with the customer all details of Return Cases and the charges associated with the request: Relocation Cost, XRF, Early Term, Outstanding balance
Sox Compliance
All Delivery, Return and Service Billing
Contract Compliance review
Billing accuracy review
Lease Renewals
Purchase Orders after delivery (Status-11)
Change Actions post delivery
Change Orders
Misc. Addendums and Misc. One-times
Handling of billing issues that are currently sent to the BC and providing resolution
Strive for first call resolution to customer questions/requests
Use Net Promoter System (NPS) feedback to provide timely correspondence and address internal issues
Form and maintain good relationships with external and internal customers at all levels of the organization
Qualification
Required
Proven customer support or customer service experience with the ability to work independently in a fast-paced environment and collaborate with team to support customer success
Strong phone contact handling skills, active listening, excellent oral/written communication, negotiation, and presentation skills with the ability to multi-task, prioritize, and manage time effectively
Strong self-starter and team player, who brings a positive attitude to work and is enthusiastic about day-to-day activities and can form/maintain good relationships with external and internal customers
Proficient with MS Office/Excel/Word/Outlook; familiarity with CRM system; Salesforce.com experience is a plus
Customer orientation and ability to adapt/respond to different types of personalities. Passionate about understanding customers' needs and working with customers in a consultative manner to meet and exceed their needs and expectations
To be considered for a Level 2 position, the individual must be in a level 1 role for a minimum 3 months experience
Preferred
College Degree preferred; high school diploma or equivalent with 3+ years relevant experience considered
Experience in customer service, logistics, hospitality, retail, or rental industry preferred
Benefits
Medical
Dental
Vision
Disability
Life insurance
Paid time off (including Company holidays)
Tuition reimbursement
A retirement savings plan with company match
Variable pay opportunities including commission, bonus, performance rewards, or other incentive programs
Company
WillScot
WillScot Mobile Mini is now WillScot. North America’s largest space solution provider. #RightFromTheStart
1001-5000 employees
H1B Sponsorship
WillScot has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
2024 (9)
2023 (7)
2022 (2)
2021 (1)
2020 (3)
Funding
Current Stage
Late StageTotal Funding
unknown1993-12-01Acquired
Leadership Team
Bradley L. Soultz
CEO & Board Member
Recent News
GlobeNewswire News Room
2025-03-11
Company data provided by crunchbase